JOB SUMMARY
Responsible for overseeing workforce management scheduling, reporting and auditing functions. Manage the resources required to meet optimal service level standards. Develop comprehensive reporting illustrating staffing and adherence effectiveness and opportunities at individual, team, and center levels.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Utilize scheduling software to determine the proper shift coverage by adjusting center resources to accommodate changes in call volume/service activity or resource availability
Assist in the management of overtime and voluntary time off (VTO)
Optimize break and lunch scheduling to efficiently staff centers
Monitor real-time adherence and call statistics and communicate with supervisors to ensure on-phone and off-phone activity is managed efficiently throughout the day
Process and Manage ad-hoc schedule exceptions in real time
Monitor/track sick calls, tardiness, etc., entering real-time exceptions into eWorkforce Management (absence, tardiness, meetings, overtime, etc.)
Manage benefit time accrual accounts in the Workforce Management software, establish thresholds and plan for both scheduled and unscheduled absences
Audit and maintain the integrity of data in eWorkforce Management and related databases
Monitor call volume and statistics to ensure adherence to scheduling and service level metrics
Liaise with staff regarding workforce management practices and initiatives
Update leadership on staffing issues, performance measures, and call statistics
Provide input on forecast projections and staffing requirements
Perform other duties as requested by supervisor
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to analyze and interpret data
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to present information in front of all levels of management and company personnel
Ability to handle multiple projects and tasks with competing deadlines
Ability to maintain high levels of performance in a fast-paced environment
Ability to maintain confidentiality
Ability to make decisions and solve problems while working under pressure
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Advance proficiency with Microsoft Office Suite products (Excel, Word, PowerPoint, etc.)
Ability to follow instructions and complete projects on time with minimal supervision
Ability to work with others to resolve problems, handle requests or situations
Ability to use scheduling and workforce management software (e.g. Aspect eWorkforce Management and Real Time Adherence software)
Knowledge of cable television products and services
Education
Bachelor’s degree in communications, Business or related field or equivalent experience
Related Work Experience
2+ years’ Workforce Management scheduling and forecasting software experience
2+ years Inbound Contact Center environment experience
Multi-channel Contact Center Management experience preferred
WORKING CONDITIONS
Office environment with 24-hour service capability
EOE Race/Sex/Vet/Disability
Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
Charter is committed to diversity, and values the ways in which we are different.
CWF370 2024-42722 2024 Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive
pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 100,000 individuals working together to serve nearly 32 million customers in 41 states and keep them connected to what matters most.
Watch this video to learn more.Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets.
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